Formatting is a bit dodgy but ......
/*----------------------------------------------------------------------*/
/* Title:*/
IF FirstLoop = TRUE THEN
EXECUTE TreatmentAssignment
END IF
IF QueuedToHigh = TRUE THEN
EXECUTE CallQueueLow
END IF
/* Queue the call to High priority skillsets. If no agents logged into high priority skillsets then queue to low priority */
/*Block Call Route CDN High{0}*/
WHERE CDN EQUALS
VALUE 7720 :
/*Block Out of Service High*/
IF OUT OF SERVICE Jeanswear_UK THEN
ASSIGN FALSE TO QueuedToHigh
EXECUTE CallQueueLow
END IF
/*End Block*/
/*Block CDNQueuetoHighSkillset1 [Jeanswear_UK]*/
QUEUE TO SKILLSET Jeanswear_UK BY LONGEST IDLE AGENT WITH PRIORITY 2
/*End Block*/
/* Required to let ASM update the TFE service properly*/
WAIT 2
/*TR_Block Overflow by Queued Call Count High*/
IF (QUEUED CALL COUNT Jeanswear_UK > 3600) THEN
EXECUTE CallQueueLow
END IF
/*TR_End Block*/
END WHERE
/*Block End*/
ASSIGN TRUE TO QueuedToHigh
EXECUTE TreatmentAssignment
SECTION CallQueueLow
/* If the Overflow period has not elasped yet or if the call has already been */
/* queued to the low skillset then we can jump straight to assigning the treatment script */
IF QueuedToLow = TRUE THEN
EXECUTE TreatmentAssignment
END IF
/* Callers will be queued to the low priority skillset(s), if the low priority skillset(s) is out of service, callers will be immediately queued to the Default skillset */
/* The agent that has been idle the longest in the low priority skillset(s), with the highest priority in that skillset, will answer the call */
/*Block Call Route CDN Low*/
WHERE CDN EQUALS
VALUE 7720 :
IF NOT QUEUED THEN
ASSIGN TRUE TO DoInHoursOOS
EXECUTE TreatmentAssignment
END IF
END WHERE
/*Block End*/
ASSIGN TRUE TO QueuedToLow
/******************************************************************************************************************************/
SECTION TreatmentAssignment
/*This section is for assigning application IDs to CDNs for reporting purposes. */
/*Block CDN Treatments*/
WHERE CDN EQUALS
VALUE 7720: EXECUTE SCRIPT Jeanswear_UK_TR
END WHERE
/*Block End*/
